Casea Casino - Player's withdrawal is delayed due to verification issues.

The casino is still dragging out my account verification, I sent them everything from confirmation of account ownership, to a bank statement where they see the card number written in my name. And they still don't want to cooperate. I'm sending some documents that I sent them.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casea Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was restricted?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirements and reasons to not accept your documents? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, since last Wednesday I have been waiting for the verification of my player account, I sent the casino all the documents I need, they still can't understand that I am using a virtual payment card, I have not had any active bonuses. The casino keeps repeating that the financial department is handling this.

My opinion is that the casino does not want to release the amount won, the ID is stored in the game I played, and the video of how the win happened is also accessible from my account.

New, support is no longer communicating.

Hello, can we please find out some information?? Thank you

Dear Forest1989,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Forest1989,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Casea Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casea Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello, a week ago a lady from the casino contacted me for verification, I opened a plastic payment card at the bank for the casino, I authorized it with them by deposit, but nothing happens. Support almost doesn't respond to my emails anymore.

I set a limit of 800,000 CZK, so I'm waiting to see how they behave, I've already lost 400,000 CZK back to them, I currently have 900,000 CZK in my gaming account, I can forward all the emails to you, more or less it's still being handled by another department, etc. I also sent an extract from the trade register to be sure that I am self-employed and about two invoices, in case they investigate the source of my income

This is how my account currently looks like.

If Casino Casea starts communicating, it will be a success. 🤣

So I'm down to 800,000 CZK and I'm not playing anymore. No one has heard from the Casino at all.

Hello Forest1989,

thank you for the update.

I appreciate you letting me know about the current situation. For the time being, I would strongly recommend not continuing to play with the remaining balance, as it could unnecessarily complicate the situation and potentially lead to further losses while this complaint is still being investigated.

I am currently trying to establish contact with the casino through additional communication channels, and I hope they will join the complaint soon. If they continue not to respond, I will inform you about any further options that may be available.

Thank you for your patience and cooperation.

No no, I set a limit and I don't gamble at all, I just looked around for a casino.

https://www.caseacasi.no/

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Samuel, I would like to update my case. I spoke to the live support agent Damon yesterday. He officially confirmed to me that all my documents are uploaded, are currently being processed, and that I have nothing to worry about (I am attaching screenshots from the chat as proof).

The casino has been deliberately dragging out this verification process since June 26. Furthermore, their terms and conditions state a daily withdrawal limit of only CZK 12,500, with approval of one request taking up to 3 days. With my real balance of CZK 800,000, withdrawing the entire amount under these conditions would take more than 6 months, which is completely unacceptable and predatory behavior.

​Given that my documents are complete and their receipt has been confirmed by support itself, I ask for your help not only in completing my verification, but also in ensuring a fair and faster payout method (for example, by direct bank transfer or significantly larger installments). Thank you and!

This is the intention of the casino in my opinion.

Hello, has anyone been able to withdraw funds from this casino's gaming account?

Samuel, I am attaching further evidence of the casino's unwillingness to cooperate. Today I tried to contact their support again (see screenshot), but the agent Martina refused to provide me with any information and immediately ended the chat after my question. Again, she just referred me to 'email' without giving any reason for blocking my withdrawals or telling me a timeframe. It is absolutely evident that the casino is trying to avoid communication and is deliberately prolonging the verification process disproportionately. I ask for your intervention.

Samuel, here is proof straight from my official casino history for the last month (June 16th to July 16th). As you can see, the very last bets on my account were made on July 11th. Since then, I have strictly followed your advice, I have not played a single spin and have not touched my balance at all. My account has been completely inactive for 5 days now and the money remains untouched.

Samuel, I have some additional evidence to support my concerns about slow payouts. I contacted the casino's live chat and they confirmed that my account is at 'Level 2' with a withdrawal limit of a maximum of 250,000 CZK per month.

This means that with my balance of 800,000 CZK, I would have to wait over 3 months for a full withdrawal. Given that the verification process for my card has been taking over 2 weeks, I consider these restrictive conditions to be unfair and another way in which the casino is deliberately hindering access to my funds.

I am attaching screenshots from the chat as proof. Please, can you ask the casino to make an exception for me in this situation and pay out the balance at once or in an accelerated mode at?

Samuel, I want to be completely transparent and update the status of my complaint. Due to the enormous pressure, with the casino refusing to verify my account and ignoring my plastic card since 26/06, I lost my temper in one weak moment and lost some of my money back to the casino.

​However, I have definitely stopped playing and my current casino balance is now 800,000 CZK. I would therefore like to ask you to adjust the amount in this complaint to 800,000 CZK.

​I now stand by this amount and will not play any more. The casino manipulated me into this exact situation by deliberately stalling, which only proves their unfair behavior, but I will not leave them the remaining 800 thousand. Thank you for the adjustment."

Hello everyone,

thank you both for the updates.

Dear Forest1989,

I have received another update from the casino regarding your verification process.

According to their latest information, their KYC team is still reviewing your account verification and they require additional verification of the payment methods used on your account.

They have requested clear copies or photos of the following payment cards:

• Card ending in 5407
• Card ending in 0043

Please make sure that when submitting the cards, the middle 8 digits of the card number are covered, while the first 6 and last 4 digits remain visible. Your name and expiry date should also remain visible, and all four corners of the card should be shown clearly.

The casino advised that these documents can be uploaded through your account verification section. Once received, they will continue with the verification process.

Please let me know once you have submitted the requested documents or if there are any issues with providing them.

Thank you for your cooperation.

They have a photo card with the number 0043, I have been sending everything by email since July 8. No one has heard from them to this day. The card was verified by depositing into the game account.

downloaded from email attachment dated 8.7.2026, sent at 15:55, to email support@Casea.com , the answer came

I don't even bother with the card ending in 5407 anymore because this card is virtual and they had a big problem with it, so I asked the bank to make a classic plastic card ending in 0043.

I wrote an email yesterday, after their own deadline of 10 business days, customer support is still just repeating empty phrases and my verification has not moved anywhere.

Hello Forest1989,

thank you for the additional information and for providing the screenshots.

I have now forwarded your latest update to the casino. In particular, I asked them to verify whether they have already received and reviewed the documentation for the payment card ending in 0043, which you state was sent on 8 July, and whether this documentation can be accepted for the verification process.

I also informed them that, according to your explanation, the card ending in 5407 is a virtual card, which is why you cannot provide a photo of a physical card. As you explained, you subsequently obtained a physical card ending in 0043 specifically for verification purposes.

I will now wait for the casino's response and clarification from their KYC team. Hopefully, this will help move the verification process forward.

Thank you for your patience and cooperation.

Hi Samuel, I really save everything on my phone, on June 30th, Ms. Andrea from Casino Case called me to verify my account, I really don't understand why it's taking so long. They have all the documents, even the ones they didn't want from me. I'm really frustrated about it and the casino is definitely playing on the fact that a lot of people can't stand this and lose money, I set a limit and I won't break it. Player account currently.

Should I do what support wants me to do??

No change in a month. 🙈🙈

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

So the card was finally uploaded to the system normally, but the casino still wants something from me, I don't know what.

Maybe it's just a joke. I don't know anymore 🙈🙈

and I verified card 0043

This is just a screenshot, I uploaded the original in PDF format to the system and also sent it by email.

Today (August 3rd) I received an email from support stating that 'the relevant department is still verifying the documents'. In my profile, however, the system officially reports that the account does not require any documents and verification is complete. The casino is thus directly contradicting itself and is continuing to delay the payout.

Casino support confirmed to me in writing today that the account does not require any additional documents, but also claims that it is 'actively processing' the verification. This is an obvious contradiction and a deliberate delaying tactic in blocking 800,000 CZK.

The casino emailed me today requesting confirmation of the cardholder's card number ending in 5407. I had already provided them with this official document in the original PDF from Air Bank on July 31, 2026. I sent it to them again today as an email attachment. This is another clear proof of delaying tactics.

The verification form in the profile puts me in an endless loop. I have uploaded the original PDF from Air Bank via the button in the profile several times, but the system keeps rejecting the document without giving a reason and returning it to the 'Required' status. However, the chat support claims that it has the documents and is processing them. This is an obvious delaying tactic when it comes to paying out the winnings of 800,087 CZK.

Hello Samuel,

I am providing another important update regarding the progress of my verification at Casea casino:

​Continuous goal shifting: I have been submitting verification documents continuously since June 26th. As soon as the casino finally approved the physical card (ending with the number 0043) after weeks, it immediately went back to square one and started blocking verification of my VIRTUAL card over and over again.

​Technically unfulfillable requirements: In live chat, support even asked me for "photos of both sides of the card". Despite my repeated reminders that it was a virtual card with no physical plastic, support insisted on a photo of both sides of a non-existent card.

​Rejection of official bank statements: The casino constantly rejects the original generated PDF confirmation from Air Bank, claiming that it is a "modified document". The security masking of the middle numbers with asterisks (514878******5407) is generated directly by the bank's system for security reasons.

​Proofing a direct screenshot from banking: To refute any of their other excuses, I have currently uploaded a direct screenshot from internet banking (ib.airbank.cz), where it is clearly visible:

My name as the cardholder (Tomáš Forejt)

Card type: Virtual

​Card number matching their requirements (514878******5407)

Visible official bank URL in the browser bar

This is an obvious delaying tactic on the part of the casino and an attempt to avoid paying out my winnings of CZK 800,087.43.

I am attaching all the screenshots of the conversation and a new screenshot from banking.

Here I am providing screenshots of email communication with casino support (Dita), where you can see how the support contradicts itself - in one email they request a screenshot from banking and in another they reject it, saying that it is not an official document, or they request screenshots of 'both sides of the card' in the application for a virtual card.

Hello Forest1989,

thank you for the detailed updates and for continuing to provide all the supporting documentation. I have reviewed everything you have shared.

I must admit that I also find the length of this verification process concerning. The latest update I have received directly from the casino was on 29 July, when they informed me that they were still waiting for proof of ownership of the card ending in 5407 due to technical issues. Since then, I have not received any further update from their side.

Based on your recent messages, it appears that you have repeatedly provided the requested documentation, including the official confirmation from your bank. I will therefore await the casino's explanation as to why the verification has still not been completed.

If you prefer not to wait any longer, I can also proceed with closing this complaint as unresolved due to the casino's lack of meaningful progress in resolving the issue. Such an outcome would negatively affect the casino's Safety Index rating. In some cases, this also motivates casinos to re-engage with the complaint and request that it be reopened once they are prepared to properly address the outstanding issues.

Please let me know how you would like to proceed.

Thank you for your cooperation.

Hi Samuel, thanks for your advocacy. I sent the casino an ultimatum via email today. If I don't see any real progress in verification and payout by tomorrow morning, I would like to officially close the complaint as UNRESOLVED due to obstruction by the casino.

I don't know if they are communicating with you, of course I am frustrated by the length of this process, it's not about 1,000 Czech crowns. I will take your advice. I was lucky once in my life but I will probably never see the money. My opinion is that this is all the delay on the part of the casino so that I lose my balance (psychological games), it is clear to me that a considerable part of the players will do so. The casino will not work out for me.

A little news, we'll see what happens, I don't want to pay a higher amount. Anyway, I will wait until the withdrawal process is complete.

I also sent an email to support as follows:

Hello, given that my game account was only verified yesterday after 6 weeks (from 26.6.2026) I hereby ask you to increase the limit for withdrawing funds according to the current plan, I was at level 2, with an amount of 800,000 CZK, during the time when you were not able to verify my account, I would withdraw an amount of 525,000 CZK with a limit of 12,500 CZK. Or feel free to make the first withdrawal of a higher amount, for example 250,000 CZK, then we can continue according to the plan, then it doesn't matter, max. 50,000 CZK per week.

Thank you for the positive response.

Tomas Forejt

We will currently wait to see if they start sending withdrawals from the account. Anyway, if the first payments arrive, I will have to hit the casino, because thanks to their long and pointless delay, I could have withdrawn over half of the balance.

Hello Forest1989,

thank you for the update.

The casino is currently experiencing technical issues and is unfortunately unable to respond directly in the complaint thread. However, they have informed me that your account has now been successfully verified.

Please let me know once you receive a response to your email regarding the withdrawal limit. If their response is negative, I can try to discuss the matter with them from my side and see whether anything can be done.

That said, I have to be realistic that it may be difficult to change the existing withdrawal limits, especially if they are part of the casino's standard terms and conditions.

For now, let's see how the casino responds to your request and whether the withdrawals start being processed.

Thank you for your patience and cooperation.

Hi Samuel,

​Thank you for your message. The casino has already replied to my emails:

​Regarding limits: Unfortunately, the answer was negative. They claim that the account level and limits are generated automatically by the system and cannot be manually intervened.

​Regarding withdrawals: They confirmed that my submitted withdrawal requests are in the queue at the finance department. They guarantee processing within 3 business days (excluding weekends), so I expect the first payments early next week (Monday/Tuesday).

User Aduška87 also solves the payout problem with Case.

Hi Samuel,

I am sending a current overview of the situation:

​Limit Increase: The casino did not honor my request for a manual limit increase, citing that the account level is generated by an automatic system.

​Active withdrawals: I currently have a maximum of 3 active withdrawal requests entered in the casino system at the same time (totaling CZK 37,320).

Processing deadline: Their official guarantee of 3 business days to process the oldest request from 5 August expires today (10 August).

​I'm monitoring the status directly in my profile and in my bank account. As soon as the first payment has been made or the money arrives, I'll let you know here immediately. Please keep the complaint open.

Thank you for your support!

The account is verified, but I haven't seen a single penny yet.

Hi,

​I am sending an important update: Today is Tuesday, August 11th, and the casino still has not processed the first of three withdrawal requests (ID 1059385030 for CZK 12,320 entered on August 5th).

The casino guaranteed me processing within 3 business days by email. This deadline expired yesterday (Monday, August 10). All three withdrawals totaling 37,320 CZK are still stuck in the "Processing" status and the account is blocked on the maximum number of requests.

​The casino is once again not meeting its own official deadlines. I ask for your intervention and contact the casino.

Hello everyone,

Dear Forest1989,

thank you for keeping me informed and for providing the latest overview of the situation.

I understand your concern, especially since the casino's stated processing time of 3 business days has now passed. However, I would still ask you to remain patient for the moment. Withdrawal processing times can vary considerably depending on various circumstances, including the payment method, payment provider, internal processing, and banking procedures.

While some withdrawals can arrive within a day, in other cases the process can take up to around 14 days. Therefore, I would not consider the current delay sufficient reason to escalate the matter to the casino just yet.

Please continue monitoring your withdrawal requests and your bank account, and let me know as soon as you receive any of the payments.

If the funds have still not been received after 14 days, I will contact the casino and ask them to provide an explanation regarding the delay and the status of the outstanding withdrawals.

Thank you for your patience and cooperation.